Oneworld FF crediting issues from MH
Dec 16, 2017, 8:40 pm
#16
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
Originally booked with CX FF number, then subsequently changed before the trip to BA FF number. BA FF number on all the relevant boarding passes; check-in and/or gate agents confirmed that it is indeed the BA FF number rather than the CX FF number. And yet two of the flights still ended up being credited to CX despite the BA FF number being on the boarding pass - so even within the same e-ticket and trip they managed to correctly credit some legs to BA and incorrectly credit one leg to CX.
Dec 17, 2017, 6:45 am
#17
FlyerTalk Evangelist
Join Date: May 2000
Location: Little dot in Asia
Programs: AA-EP, TK-*G, HL-DM, HY-GLO, MR-LTP
Posts: 25,932
Originally booked with CX FF number, then subsequently changed before the trip to BA FF number. BA FF number on all the relevant boarding passes; check-in and/or gate agents confirmed that it is indeed the BA FF number rather than the CX FF number. And yet two of the flights still ended up being credited to CX despite the BA FF number being on the boarding pass - so even within the same e-ticket and trip they managed to correctly credit some legs to BA and incorrectly credit one leg to CX.
CX had that issue when they switched over to AMADEUS with miles going elsewhere, as well as BA/QF. From personal experience I was seeing that on my BA flights when trying to credit it to AA. This issue is still ongoing with these airlines if the above procedure is not followed. Most agents will just change the info... and print your BP. That won't do.
Jan 6, 2018, 10:22 pm
#18
Join Date: Jul 2011
Posts: 36
Malaysia Airlines is one of those airlines that's good, and for what you pay, very good when everything is going well. As soon as anything goes wrong, it's horrible! I've just entered a Kafka-esque world of half-truths and impossible-to-reach departments for a simple crediting issue.
It's the third time I've needed a simple issue resolved with my enrich account and been met with a brick wall. They refuse to take responsibility for anything they do wrong, much worse they refuse to let you speak to anyone - the standard answer on their number is "there is no number to call the department you want, they only deal with emails, you will need to email them". And then nothing, deadly silence as they ignore every email.
On top of last year's points devaluation, their is no reason to stay with them. Sadly it's my last year with a once great airline.
It's the third time I've needed a simple issue resolved with my enrich account and been met with a brick wall. They refuse to take responsibility for anything they do wrong, much worse they refuse to let you speak to anyone - the standard answer on their number is "there is no number to call the department you want, they only deal with emails, you will need to email them". And then nothing, deadly silence as they ignore every email.
On top of last year's points devaluation, their is no reason to stay with them. Sadly it's my last year with a once great airline.
Jan 7, 2018, 2:06 am
#19
Join Date: Feb 2003
Location: 1A
Programs: Elite Diamond Purple Dot Gold Silver Titanium for life
Posts: 1,821
Malaysia Airlines is one of those airlines that's good, and for what you pay, very good when everything is going well. As soon as anything goes wrong, it's horrible! I've just entered a Kafka-esque world of half-truths and impossible-to-reach departments for a simple crediting issue.
It's the third time I've needed a simple issue resolved with my enrich account and been met with a brick wall. They refuse to take responsibility for anything they do wrong, much worse they refuse to let you speak to anyone - the standard answer on their number is "there is no number to call the department you want, they only deal with emails, you will need to email them". And then nothing, deadly silence as they ignore every email.
On top of last year's points devaluation, their is no reason to stay with them. Sadly it's my last year with a once great airline.
It's the third time I've needed a simple issue resolved with my enrich account and been met with a brick wall. They refuse to take responsibility for anything they do wrong, much worse they refuse to let you speak to anyone - the standard answer on their number is "there is no number to call the department you want, they only deal with emails, you will need to email them". And then nothing, deadly silence as they ignore every email.
On top of last year's points devaluation, their is no reason to stay with them. Sadly it's my last year with a once great airline.
Jan 7, 2018, 7:27 pm
#20
Join Date: Jul 2011
Posts: 36
Enrich won't talk to you on the phone about enrich tracking. I'm Gold, so would expect that minimum courtesy. For the third time in just over a year I've had a small problem that should take minutes to clear up, and for the third time I've been told "sorry email only for that department". I email, then silence...
Don't think my problem with them could be any clearer?
If you really want specifics - I flew on Iberian recently, wanted to use my Gold for benefits, but assign points to BA. I phoned BA before the flight to check if this was permitted, they said this was allowed and they would put a note next to my name to make sure this would happen. Unfortunately it did not. I called BA and they said it was simple to fix, all I need to do is contact Enrich and get them to cancel the miles at their end, then BA can credit them at their end. I sent Enrich an email 10 days ago and nothing... I called 2 days ago to be told "there's no phone in that department, email only".
The other 2 problems last year, were a simple non-tracking flight and a flight where it turns out I wasn't entitled to any miles. I won't go into detail over the lengthy phone calls I had which included being told contradictory stories about what was possible to deal with over the phone; only getting any action when I got shirty with them (I shouldn't have to get worked up to get a result); and repeatedly ignored emails. The issue I have is not that flights sometimes don't track correctly, it's the way that problems are then dealt with (I've had tracking issue with various airlines over the years and they are dealt with quickly and courteously over the phone). In particular the flight that I wasn't entitled to the miles - they would not answer any communications on - it's almost like they were scared of offending me with a no. In reality, the lack of communication was far, far more offensive than a simple up-front timely - "sorry your not entitled to the miles".
Having no phone line in their department is poor customer service. If you're going to have an email only policy, then a note in the email to say when the problem will be dealt with by would be nice. And as for completely ignoring emails...
Jan 7, 2018, 9:37 pm
#21
Join Date: Sep 2012
Location: Kuching, Malaysia. Perth, Australia.
Programs: MH-Plat OWE, HH-Diamond, SPG-Plat, MR-Plat, IHG-PlatAmb
Posts: 155
It's not that vague -
Enrich won't talk to you on the phone about enrich tracking. I'm Gold, so would expect that minimum courtesy. For the third time in just over a year I've had a small problem that should take minutes to clear up, and for the third time I've been told "sorry email only for that department". I email, then silence...
Don't think my problem with them could be any clearer?
If you really want specifics - I flew on Iberian recently, wanted to use my Gold for benefits, but assign points to BA. I phoned BA before the flight to check if this was permitted, they said this was allowed and they would put a note next to my name to make sure this would happen. Unfortunately it did not. I called BA and they said it was simple to fix, all I need to do is contact Enrich and get them to cancel the miles at their end, then BA can credit them at their end. I sent Enrich an email 10 days ago and nothing... I called 2 days ago to be told "there's no phone in that department, email only".
The other 2 problems last year, were a simple non-tracking flight and a flight where it turns out I wasn't entitled to any miles. I won't go into detail over the lengthy phone calls I had which included being told contradictory stories about what was possible to deal with over the phone; only getting any action when I got shirty with them (I shouldn't have to get worked up to get a result); and repeatedly ignored emails. The issue I have is not that flights sometimes don't track correctly, it's the way that problems are then dealt with (I've had tracking issue with various airlines over the years and they are dealt with quickly and courteously over the phone). In particular the flight that I wasn't entitled to the miles - they would not answer any communications on - it's almost like they were scared of offending me with a no. In reality, the lack of communication was far, far more offensive than a simple up-front timely - "sorry your not entitled to the miles".
Having no phone line in their department is poor customer service. If you're going to have an email only policy, then a note in the email to say when the problem will be dealt with by would be nice. And as for completely ignoring emails...
Enrich won't talk to you on the phone about enrich tracking. I'm Gold, so would expect that minimum courtesy. For the third time in just over a year I've had a small problem that should take minutes to clear up, and for the third time I've been told "sorry email only for that department". I email, then silence...
Don't think my problem with them could be any clearer?
If you really want specifics - I flew on Iberian recently, wanted to use my Gold for benefits, but assign points to BA. I phoned BA before the flight to check if this was permitted, they said this was allowed and they would put a note next to my name to make sure this would happen. Unfortunately it did not. I called BA and they said it was simple to fix, all I need to do is contact Enrich and get them to cancel the miles at their end, then BA can credit them at their end. I sent Enrich an email 10 days ago and nothing... I called 2 days ago to be told "there's no phone in that department, email only".
The other 2 problems last year, were a simple non-tracking flight and a flight where it turns out I wasn't entitled to any miles. I won't go into detail over the lengthy phone calls I had which included being told contradictory stories about what was possible to deal with over the phone; only getting any action when I got shirty with them (I shouldn't have to get worked up to get a result); and repeatedly ignored emails. The issue I have is not that flights sometimes don't track correctly, it's the way that problems are then dealt with (I've had tracking issue with various airlines over the years and they are dealt with quickly and courteously over the phone). In particular the flight that I wasn't entitled to the miles - they would not answer any communications on - it's almost like they were scared of offending me with a no. In reality, the lack of communication was far, far more offensive than a simple up-front timely - "sorry your not entitled to the miles".
Having no phone line in their department is poor customer service. If you're going to have an email only policy, then a note in the email to say when the problem will be dealt with by would be nice. And as for completely ignoring emails...
Jan 7, 2018, 10:49 pm
#22
Join Date: Apr 2012
Location: YVR, KUL
Programs: AC, MH, BA, AF-KL
Posts: 2,903
Yes.
I've read and re-read your initial post and I couldn't decipher what your problem was. It wasn't until the second half of your follow-up post that I started to get a clearer idea.
That would be much appreciated. Without that it just seems like a pointless rant about unanswered emails about god knows what.
So you left your Enrich number in the booking but called BA to tell them you wanted to credit the miles to BA while using the MH Sapphire benefits....on an IB-operated flight?
Getting BA to leave a note "next to your name" for a non-BA operated flight isn't going to change where the miles end up, so either the agent lied to you or there was a misunderstanding between you and BA. It sounds like MH wasn't the only airline that screwed you over.
Trying to get mileage credit reversed from any program is a huge PITA, contrary to what the BA agent told you. In many cases it's virtually impossible to get it reversed. If you knew Enrich fails at simple tasks like replying emails (let alone complicated tasks like reversing credit), why didn't you make sure your BA number was on the boarding pass? I'm assuming that since you've climbed the frequent flyer ladder to achieve Enrich Gold you should be well aware that leaving your MH number in the reservation is going to direct the miles to your MH account.
If you wanted the miles to be credited to BA why didn't you make sure the check-in agent enter your BA number? You never explicitly mentioned which number you left in the booking but it certainly doesn't sound like you did that (you didn't have enough "specifics" in your post).
I know Enrich can be difficult to deal with when things go south but your case definitely sounds like an entirely preventable ordeal.
I've read and re-read your initial post and I couldn't decipher what your problem was. It wasn't until the second half of your follow-up post that I started to get a clearer idea.
That would be much appreciated. Without that it just seems like a pointless rant about unanswered emails about god knows what.
I flew on Iberian recently, wanted to use my Gold for benefits, but assign points to BA. I phoned BA before the flight to check if this was permitted, they said this was allowed and they would put a note next to my name to make sure this would happen. Unfortunately it did not. I called BA and they said it was simple to fix, all I need to do is contact Enrich and get them to cancel the miles at their end, then BA can credit them at their end. I sent Enrich an email 10 days ago and nothing... I called 2 days ago to be told "there's no phone in that department, email only".
Getting BA to leave a note "next to your name" for a non-BA operated flight isn't going to change where the miles end up, so either the agent lied to you or there was a misunderstanding between you and BA. It sounds like MH wasn't the only airline that screwed you over.
Trying to get mileage credit reversed from any program is a huge PITA, contrary to what the BA agent told you. In many cases it's virtually impossible to get it reversed. If you knew Enrich fails at simple tasks like replying emails (let alone complicated tasks like reversing credit), why didn't you make sure your BA number was on the boarding pass? I'm assuming that since you've climbed the frequent flyer ladder to achieve Enrich Gold you should be well aware that leaving your MH number in the reservation is going to direct the miles to your MH account.
If you wanted the miles to be credited to BA why didn't you make sure the check-in agent enter your BA number? You never explicitly mentioned which number you left in the booking but it certainly doesn't sound like you did that (you didn't have enough "specifics" in your post).
I know Enrich can be difficult to deal with when things go south but your case definitely sounds like an entirely preventable ordeal.
Jan 8, 2018, 12:40 am
#23
Join Date: Jul 2011
Posts: 36
Using enrich for benefits whilst crediting elsewhere is not something I'd done before, so I did my homework online. After reading how the system worked I called BAEC and asked them to put my fqts as MAS and my fqtv as BA (fqts is benefits; fqtv is earning; and can be different programmes - according to Google!). The BA operator told me that this wasn't possible to enter in the system for the flights in question, but they would put a note in the system so that the flights would not be credited to Enrich. I was flying 8 sectors on BA & Iberia (both owned by the same company) and I NEED at least 4 of them to track to BA/Iberia to give me my minimum BA metal requirement for the year (I'm not back in Europe for the rest of the year). 3 have tracked to BAEC, 3 have not tracked yet, 2 went to Enrich, so whatever the operator did has partially allowed me to benefit from Enrich Gold whilst crediting to BAEC. I'm hoping at least one of the remaining 3 sectors eventually goes where they're supposed to. I've been in touch with BA and they have entered the outstanding flight details into their system, so fingers crossed!
The OP was warning others how woeful Enrich can be at dealing with crediting points. Some people have told of similar experiences, some with more positive experiences, and I just wanted to add what my experience is too. I'm sorry if the lack of details didn't get my point across and just made me sound like a pointless whinger. My issue with Enrich actually has little to do with the specifics of my case and everything to do with their system and specifically their lack of a means of contacting somebody and getting a straight answer on crediting issues. That remains the point that I want to add to the overall discussion, and is based not just on this one incident but 2 prior experiences (I'm sorry I don't have the time or energy to rehash those experiences, you'll just have to take my word that I had similar difficulties speaking to people to sort out a crediting issue). Why can't I talk to somebody at enrich about a crediting issue? Why should I have to come on a forum to work out these things, rather than pick up the phone and talk directly to someone at the airline? Why are emails to Enrich left unanswered? It's very poor IMHO.
The OP was warning others how woeful Enrich can be at dealing with crediting points. Some people have told of similar experiences, some with more positive experiences, and I just wanted to add what my experience is too. I'm sorry if the lack of details didn't get my point across and just made me sound like a pointless whinger. My issue with Enrich actually has little to do with the specifics of my case and everything to do with their system and specifically their lack of a means of contacting somebody and getting a straight answer on crediting issues. That remains the point that I want to add to the overall discussion, and is based not just on this one incident but 2 prior experiences (I'm sorry I don't have the time or energy to rehash those experiences, you'll just have to take my word that I had similar difficulties speaking to people to sort out a crediting issue). Why can't I talk to somebody at enrich about a crediting issue? Why should I have to come on a forum to work out these things, rather than pick up the phone and talk directly to someone at the airline? Why are emails to Enrich left unanswered? It's very poor IMHO.
Last edited by sm1234; Jan 8, 2018 at 12:58 am
Jan 8, 2018, 9:33 am
#25
Join Date: Feb 2003
Location: 1A
Programs: Elite Diamond Purple Dot Gold Silver Titanium for life
Posts: 1,821
IMO Enrich did nothing wrong with the FF number. BA gave you false info or the agent wasn't sure how to actually do it, or both.
What number are you calling? You know the CEO doesn't take calls to fix FQTV issues right?
Jan 8, 2018, 10:50 am
#26
Join Date: Jul 2011
Posts: 36
So your issue is with nobody taking responsibility/ownership and not about what miles got credited to which program.
IMO Enrich did nothing wrong with the FF number. BA gave you false info or the agent wasn't sure how to actually do it, or both.
What number are you calling? You know the CEO doesn't take calls to fix FQTV issues right?
IMO Enrich did nothing wrong with the FF number. BA gave you false info or the agent wasn't sure how to actually do it, or both.
What number are you calling? You know the CEO doesn't take calls to fix FQTV issues right?
When mistakes happen of course I ideally want my ff agent to come up with a solution that works for me when I call them (don't we all). However if they say "we'll will get back to you within 48 hours/1 week/2 weeks/1 month I would be fine with that - I know they're dealing with it and a can diarise a date to check that it's been actioned, and forget about it till then. If they tell me "it's a BA issue" or pass the buck to whoever else, I would be ok with that - it's concrete, I know it's not dealt with, and I know who I need to contact to get an answer.
But on 3 occasions with mas I've now been told "we don't deal with this by phone - email only". On one occasion I then waited a month for a reply, on one occasion I got no reply. I really don't understand why you feel that wanting a timely response on this or any ff matter is similar to expecting a response from the CEO. It's not Ryanair! I'm a card holding premium, regular flyer and occasional business-class flying customers of a flag carrying airline. Is it really too much to ask to be able speak to an agent who can deal with my issue, or failing that be able to get a reliable quick email reply, or failing that, an email confirmation explaining when they'll deal with my simple enquiry?
If you think that's an unreasonable request, can I suggest you get out and see how most other FF deal with customer enquiries
Regarding your opinion about who was to blame in my case. From the mixed success I got on these flights (3 tracked, 2 did not, 3tbc) you might be right, you might not (not undervaluing your opinion - that's why we post on forums), but the opinion that REALLY matters at the end of the day is that of the airline. If I'm left at the whim of an agent hiding behind an email account who might get back in a month or might not get back at all to let me know the score, then can you really blame me for being critical?
Jan 9, 2018, 12:44 am
#27
Join Date: Jul 2011
Posts: 36
So, after another phone call to Enrich having been again told "sorry, email only", and no chance of being given a date by which time I'd have a response, I explained that I wanted to escalate the matter and asked for a supervisor or complaints department, I was suddenly told that it might be possible for the agent to talk to the department. There was no way I could talk to them, but the agent would do so on my behalf. It turns out that Enrich "can't remove miles once they have been credited". Would they eventually have got back to me by email to let me know this? I'm not so sure. OP - please get back to us to let us know if BA can remove your miles once they have been credited - I'll be VERY interested to find out (especially as BA advised me to do this with Enrich). Anyhow I'm glad I finally got an answer, but still more disappointed that the only way to get a response was to threaten making a formal complaint than with the outcome going the wrong way for me. On the plus side, another of my BA flights has tracked today, so I now have the 4 BA sectors I need, which now makes my effort to chase up Enrich an academic exercise (the miles and tier points are fairly negligible).
And Enriches system still sucks, even though I eventually found a way through!
And Enriches system still sucks, even though I eventually found a way through!
Jan 9, 2018, 12:54 am
#28
Join Date: Jul 2012
Location: HKG
Programs: BA(GGL) QF LTS CX AM, Hilton Diamond, PPL(A)
Posts: 1,654
So, after another phone call to Enrich having been again told "sorry, email only", and no chance of being given a date by which time I'd have a response, I explained that I wanted to escalate the matter and asked for a supervisor or complaints department, I was suddenly told that it might be possible for the agent to talk to the department. There was no way I could talk to them, but the agent would do so on my behalf. It turns out that Enrich "can't remove miles once they have been credited". Would they eventually have got back to me by email to let me know this? I'm not so sure. OP - please get back to us to let us know if BA can remove your miles once they have been credited - I'll be VERY interested to find out (especially as BA advised me to do this with Enrich). Anyhow I'm glad I finally got an answer, but still more disappointed that the only way to get a response was to threaten making a formal complaint than with the outcome going the wrong way for me. On the plus side, another of my BA flights has tracked today, so I now have the 4 BA sectors I need, which now makes my effort to chase up Enrich an academic exercise (the miles and tier points are fairly negligible).
And Enriches system still sucks, even though I eventually found a way through!
And Enriches system still sucks, even though I eventually found a way through!
uncrediting baec miles
May 12, 2019, 10:36 pm
#29
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM+, AS, MR-LTT, HH Gold
Posts: 7,576
MH Customer Service Contact Info?
I am anticipating a problem of not correctly crediting to FFP (or not crediting to ANY FFP). I will give it one more week (it has been more than 2 weeks since I flew) before I contact MH.
Can anyone post MH contact details: email & phone # (please state call center location, if available)?
TIA.
Can anyone post MH contact details: email & phone # (please state call center location, if available)?
TIA.
May 13, 2019, 1:35 am
#30
Join Date: Apr 2012
Location: YVR, KUL
Programs: AC, MH, BA, AF-KL
Posts: 2,903
I am anticipating a problem of not correctly crediting to FFP (or not crediting to ANY FFP). I will give it one more week (it has been more than 2 weeks since I flew) before I contact MH.
Can anyone post MH contact details: email & phone # (please state call center location, if available)?
TIA.
Can anyone post MH contact details: email & phone # (please state call center location, if available)?
TIA.
No issues with BAEC for me.
